Escalation Team Leader

Role: Escalation Team Lead
Location: London (Hybrid - 3 days in office / 2 days from home)
Salary: £50,000-£60,000 + benefits
Benefits: Hybrid working | Career progression | Technical leadership | Growing MSP environment

Our client, a leading managed IT services provider, is looking for an experienced Escalation Team Lead to lead its 3rd Line technical escalation function.

This is an excellent opportunity for a technically strong leader who enjoys remaining hands-on while mentoring and developing a team of skilled engineers. You'll play a key role in resolving complex customer issues, driving service excellence and supporting the continued growth of an ambitious organisation.

What you'll do

• Lead and develop a team of 3rd Line engineers within a busy MSP environment.
• Take ownership of complex technical escalations and major customer issues.
• Mentor and coach engineers, providing technical guidance and leadership.
• Work closely with service delivery teams to ensure exceptional customer outcomes.
• Lead by example through hands-on technical involvement and proactive problem solving.

You'll collaborate with technical teams, service management and customers to deliver high-quality support while continually improving service standards.

What we're looking for

• Previous experience leading technical engineers within a Managed Service Provider (MSP).
• A hands-on leadership style with the ability to remain technically involved.
• Strong customer-facing communication and stakeholder management skills.
• Excellent technical knowledge across Microsoft technologies, cloud platforms, cybersecurity and modern workplace solutions.
• A genuine passion for coaching people and delivering outstanding customer service.

The successful candidate will be approachable, collaborative and confident managing both people and technical challenges within a fast-paced MSP environment.

Why join?

• Join a growing and ambitious managed services business.
• Hybrid working following successful completion of probation.
• Opportunity to shape and develop a high-performing technical team.
• Work with modern technologies across cloud, cybersecurity and AI-driven solutions.

Apply now to lead a talented technical team and help deliver exceptional customer experiences within a growing MSP.